Consumer Orders Specialist at Coloplast

The role


The Consumer Orders Specialist is responsible for ensuring completeness and accuracy of the operational aspects of the consumer journey which includes: processing orders and ensuring all captured orders are processed, liaising with shared services, supply chain and finance to ensure all tasks are up to date and provide proactive information to the consumer service team to ensure exceptional consumer service.
The ideal candidate will be a professional individual who learns quickly, has a keen eye for detail, has the aptitude to fully understand our end-to-end process and deliver exceptional consumer service while adhering to policies and processes.
You will be part of the Coloplast South Africa Team and report to the Consumer Services Lead.


What will you be responsible for?


Export daily orders from the CRM system to be imported to the ERP system
Perform daily checks to ensure accuracy and completeness of daily orders from CRM to ERP systems and to invoicing stage
Check online orders and send payment link to consumers who have made an online purchase
Track payments coming in for online orders and release orders accordingly each day
Check backorder reports to ensure that the Consumer Services team is proactively informed of any items on backorder so that they can inform Consumers
Check Aramex delivery update report daily and follow up with Supply chain on order delays as well as inform the Consumer Services team proactively informed so that they can inform Consumers
Log and track all returns requests for stock returns and follow up on delays
Initiate refunds where applicable with finance
Process sample orders on request from the Consumer Services, Consumer Care leads and nurses
Assist with Consumer Services, Care or Case management related tasks on an adhoc basis should the need arise
Assist with adhoc Consumer related projects
Ensure the accurate and timely processing of manual orders. Monitor order status and resolve any discrepancies to ensure smooth order fulfilment.
Generate detailed quotations based on client requirements. Revise and update quotations as necessary to reflect changes in product offerings or pricing.


Essential Qualifications


Typically, 1+ years' experience as a Consumer Service Representative, preferably with order processing experience
Typically, 3-year tertiary qualification (BA Degree) degree or equivalent.
Proficient computer skills including MS Office Suite (Word, Excel)


Required Knowledge, Skills and Abilities


High attention to detail and a keen interest in analysis and reporting
Strong communication skills
Good interpersonal skills and ability to interact well with multiple stakeholders and projects at once
Growth mind-set, ability to work well under pressure and with multiple tasks requiring urgent attention during busy times of the month
Team player with a strong "Consumer service" orientation
Able to spot a business opportunity or risk and take corresponding action or inform the relevant stakeholders
Diligent and continuously focused on getting tasks done timeously
Solution oriented, ability to identify risks and challenges but also suggest solutions to overcome them
Ability to deal with Consumers in a friendly and professional manner and handle difficult Consumer situations